CX Journey Owner

About the role

This position owns specific customer journeys end-to-end and is accountable for their performance. The role delivers initiatives to improve journey effectiveness and enhance customer satisfaction by applying human-centered design principles.

Responsibilities

• Reviews customer journeys end-to-end to understand behaviors, motivations, and pain points.
• Identifies customer needs and opportunities for improvement.
• Creates journey maps for moderately complex journeys using human-centered design principles.
• Documents customer journey information to support optimization efforts and ensure consistency across initiatives.
• Gathers and analyzes customer feedback to identify trends and opportunities for improvement across the customer journey.
• Executes processes to intake, act on, and synthesize feedback to accurately reflect the voice of the customer.
• Interprets data and generates insights that inform customer experience improvements.
• Translates findings into actionable recommendations and communicates them to more senior stakeholders for incorporation into customer experience roadmaps and strategies.
• Executes projects to improve customer experiences by defining customer needs and recommending process improvements for assigned journeys.
• Applies human-centered design principles to propose solutions that address customer needs.
• Contributes to developing cost-benefit analyses to evaluate the impact of improvements and provides insights to build project momentum.
• Recognizes project integration points and collaborates with stakeholders to ensure alignment.
• Manages stakeholder relationships across functions to support objectives, gather input, and assist in defining project scope, timelines, and deliverables.
• Makes sure to monitor and measure the quality of assigned customer journeys using KPIs, OKRs, rNPS, tNPS and other performance metrics.
• Performs detailed reporting on journey performance for owned journeys.
• Executes continuous improvement processes to address inefficiencies, improve performance metrics, and enhance customer experience.
• Aligns improvement efforts with broader business objectives to achieve key performance targets.
• Serves as a thought partner to support optimization efforts though sound analytical practices.
• Helps stakeholders understand the benefits of customer experience improvements while encouraging customer centric-approaches.
• Communicates with clarity, confidence, and tactical relevance while promoting the adoption of customer experience perspectives.
• Seeks opportunities to expand customer journey ownership skills by staying informed on trends, tools, and best practices in customer experience.
• Sets clear and actionable development plans for self to continually strengthen, deploy, and improve core competencies.
• Builds knowledge of the business, company, and customers.
• Shares knowledge and skills with team to support collective learning and growth.

Requirements

• Minimum three years of experience required in customer experience management, journey mapping, and applying human-centered design principles.
• Experience with project leadership and project /execution required.

Qualifications

• High School Diploma or equivalent required.
• Bachelor's degree preferred.

Skills

• Strong verbal communication and listening skills.
• Demonstrated written communication skills.
• Effective interpersonal skills.
• Able to influence outcomes through relationship management and collaboration with stakeholders.
• Demonstrated analytical skills.
• Able to apply sound business and P&L acumen to evaluate impact of customer experience initiatives and align them with business objectives.
• Demonstrated time management and priority setting skills.
• Demonstrated project management skills.
• Able to apply competent project management skills to coordinate tasks, manage stakeholders and timelines, and support completion of project activities.
• Possesses working knowledge of customer experience, journey ownership, human-centered design, and related principles.
• Possesses strong technical aptitude.
• Proficient with Microsoft Office suite.
• Proficient with Microsoft Office suite.
• Cumptent with CRM systems, journey mapping systems, analytics platforms, and project management tools.
• Able to learn and adapt quickly to new technologies.
• Develops and delivers effective presentations.

Benefits

Benefits include a competitive salary commensurate with experience, qualifications and location, bonus opportunity (based on Company and Individual Performance), 401(k), medical, dental, vision, health savings and flexible spending accounts, life insurance, paid time off, paid parental leave, tuition assistance, and more. For more information, review "What we offer" on www.Farmers.com/careers/corporate.